Sr. Associate I, Field Technical Service Engineering - Surgical

About Alcon

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an expansive culture and are looking for diverse, talented people to join Alcon!

Field Service Engineer Role

As a Field Service Engineer, you are primarily responsible for ensuring Alcon equipment at customer sites and demo equipment functions effectively. You will troubleshoot, diagnose, and repair equipment, perform preventative maintenance, and manage installations and upgrades in a field-based role based in our Mid-Atlantic Territory. This role requires advanced technical knowledge, analytical skills, and self-direction to drive project performance and innovation.

Primary Responsibilities

• Handle complex technical tasks to ensure Alcon equipment functions effectively as per specifications
• Troubleshoot, diagnose, and repair Alcon surgical equipment within an assigned service territory, including preventative maintenance, installations, and upgrades per company guidelines
• Identify and correct complex problems associated with start-up
• Research, evaluate, and recommend new products or equipment upgrades that meet customer needs
• Develop ongoing relationships with customers to secure future business, including Annual Maintenance Contract/Comprehensive Annual Maintenance Contract sales and renewals
• Instruct clients on the proper usage and operation of equipment
• Document and maintain clients’ service logs and prepare reports for product failure analysis and serviceability issues
• Escalate issues to relevant engineering teams
• Manage your daily schedule while maintaining proper and timely communications with customers, dispatch, managers, regional, and cross-functional teams
• Adhere to Good Practice (GxP) regulations by strictly following Standard Operating Procedures (SOPs) and maintaining accurate and complete documentation, ensuring rigorous quality control
• Complete all required training and meet individual job requirements to contribute to the overall compliance of the organization
• Commit to continuous improvement and compliance with regulatory requirements

Key Requirements/Minimum Qualifications

• Education: Bachelor’s Degree or Equivalent years of directly related experience (or high school +10 yrs; Assoc. +6 yrs; M.S.)
• Language: The ability to fluently read, write, understand and communicate in English
• Experience: 2 Years of Relevant Experience

Preferred Qualifications

• Resolve problems, think analytically and communicate professionally in high pressure, time-sensitive customer environments.
• Experience working with advanced medical devices and with medical devices that use lasers.
• Accustomed to working with hospital operating room and surgery center protocols.
• Working knowledge of ServiceMax / CRM tools.
• Ability to lift 50 pounds – i.e., tools, replacement parts, etc.

Travel Requirements

• Approximately 30% overnights

Relocation and Sponsorship

• Relocation assistance: No
• Sponsorship Available: No

Territory

• Mid-Atlantic

How to Thrive at Alcon

• Imagine your career like never before with focused growth and development opportunities
• Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
• Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, and much more!
• See your impact at alcon.com/careers

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

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Equal Opportunity Employer

ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY Alcon takes pride in maintaining an inclusive environment that values different perspectives.